Ellis Communications, Inc.

Listening Is Critical to Creating Casino Guest Advocates

            If casino employees want to create more guest advocates, they must learn to listen to their guests’ concerns and turn that knowledge into an opportunity to make guests’ visits memorable.

            The following tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

Tip:

“Listening is extremely important when it comes to creating casino guest advocates.  Casino employees should slow down, stop, sit back and listen to their guests.  Listen to what they’re saying with words, body language and facial expressions.  Employees who really listen to what guests have to say, can usually find solutions to their problems and might discover a new opportunity to provide excellent service and turn a guest into an advocate.  If employees want guests to have a better experience at their property, then they must listen and figure out ways to make it happen.  Listening and hearing are not the same thing.  Listening means the words don’t just go in one ear and out the other.  It means one’s brain is engaged and working.”

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry.  It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates.  The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

 Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at mbaird@casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com.   Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.